…when you have a complaint
The Situation
Sometimes things don’t go to plan. If you’re unhappy with any part of your child’s experience, we want to hear from you. We are committed to listening, reflecting, and improving.
What We’ll Do
- Acknowledge your concern respectfully and promptly.
- Treat your complaint seriously and sensitively.
- Investigate the issue fairly and objectively.
- Keep you informed and let you know the outcome
All complaints are handled following the North Ayrshire Council Complaints Handling Procedure. We will respond to your complaint at stage 1 initially where we will work with you to resolve your issue. Should you remain unsatisfied following stage 1, your complaint will be progressed to stage 2 where it will be reviewed by another member of staff, usually a Depute Head Teacher or the Head Teacher, or a representative from North Ayrshire Council Education Department. At stage 2, complaint responses are communicated in writing and 20 working days are given to allow the complaint to be thoroughly investigated.
How We’ll Support Your Child
- Ensure your child feels safe, heard, and supported throughout.
- Separate the issue from the individual—we do not hold grudges.
- Put in place any actions needed to make things better.
How You Can Support at Home
- Be clear about what the issue is and what outcome you’re seeking.
- Be respectful in your communication with us. Even if you are angry, we need you to work in partnership with us.
- Give us time to investigate thoroughly—we’ll follow up with you as soon as we can.
- Approach the situation calmly—we’re here to help.
- Carefully consider how you position your child in this. We work in partnership with children, young people, parents and carers and it is not helpful if your child knows you are unhappy with us and they feel they do not work with us.